Global Manager, IT Employee Services (AI)

TL;DR

Global Manager, IT Employee Services (AI): Leading hirify.global's worldwide employee technology support organization, overseeing global service desk and regional tech support teams with an accent on operational excellence, proactive service evolution, and strategic process ownership. Focus on advancing automation, AI-led support strategies, and unifying global processes to deliver a seamless, modern, and scalable support ecosystem.

Location: USA - Hoboken, NJ

Company

hirify.global Ltd. (NASDAQ: hirify.global) provides software products used by over 25,000 global businesses, including 85 of the Fortune 100 corporations, excelling in AI, cloud, and digital solutions.

What you will do

• Lead hirify.global’s worldwide employee technology support organization, including Global Service Desk and regional Tech Support teams.
• Drive a preventative service model using deep data analytics and trend forecasting to resolve issues proactively.
• Architect scalable global infrastructure and readiness plans to ensure seamless, 24/7 global operations.
• Drive the maturity of ITSM practices (Incident, Request, Problem, Knowledge, and Change Management) for operational stability.
• Accelerate the digital roadmap by expanding AI-driven virtual agents, sophisticated automation workflows, and intuitive self-service portals.
• Serve as a liaison between IT and business units, translating complex technical data into strategic insights.

Requirements

• 8–12+ years of experience in IT Support or IT Operations, including 4–6+ years leading global or multi‑site teams.
• Demonstrated ability to leverage operational metrics to drive improvements in the employee technology experience.
• Strong ITSM expertise with a solid technical foundation; familiarity with automation, self-service, and AI-driven support models.
• Proven experience implementing AI-driven support models, including virtual agents, predictive issue detection, intelligent routing, and automated remediation workflows.
• Demonstrated ability to design and scale automation frameworks within ITSM platforms.
• Exceptional communication, leadership, and stakeholder management skills.

hirify.global-to-have">hirify.global to have

• Experience managing follow-the-sun operations and supporting distributed global teams.
• Proven success developing or scaling executive-level/VIP support programs.
• Track record of leading continuous improvement initiatives to enhance service quality and operational efficiency.

Culture & Benefits

• Lead and mentor a distinguished, professional Global Service Desk team, fostering a culture of technical excellence, empathy, and professional growth.
• Opportunity to work for an innovation powerhouse that excels in AI, cloud, and digital.
• Part of a global team of over 8,500 employees across 30+ countries.
• Commitment to continuous improvement and high-impact KPIs (FCR, MTTR, CSAT, NPS, SLA/SLO compliance).
• Proud to be an equal opportunity employer.